162. cpa6 ingeus-deloitte annex 4
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8/3/2019 162. CPA6 Ingeus-Deloitte Annex 4
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Ingeus Deloitte Joint Venture
Annex 4: Organisation Design
Note: Please scale to fit when printing
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8/3/2019 162. CPA6 Ingeus-Deloitte Annex 4
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Director of
Operations
Director ofOperations
Director of
Operations
Director of
Operations
2
Ingeus DeloitteHigh-level Organisation Design
Chief Executive
Officer
Director of IngeusCentre for Policy
and Research
Director ofBusiness
Development
Senior Business
Development
Manager
Business
development
team:
Welfare to work
Key responsibilities:
Strategy developmentStrategy articulationIdentification and qualification of
new business opportunitiesBidding for new opportunities
CommercialDirector
Finance Director
Financial
Controller
Accounts
Payable
team
Treasury
team
Accounts
Receivable team
Systems
Accountant
team
Business Analyst
team
Project
Accountantteam
Head of
Partnership
Development
Contracts
Officer
Head of Contract
Management
Senior Contract
Managers
Partnership
Manager
Supplier Quality
Improvement
team
Supplier
Helpdesk
Co-ordinator
Businessdevelopment
team:
Offenders
Business
development
team:
Skills / training
Business
developmentteam:
Health
Key responsibilities:Research on emerging
trends, opportunitiesand potential market
innovationPolicy developmentThought leadershipEngagement with
Government, devolved
administrations, policy
teams and key
stakeholdersCorporate Social
Responsibility
Key responsibilities:Management of business
development teams
Key responsibilities:Content developmentBid draftingStrategic supplier relationships
Notes:
This chart shows a high-level overv iew of the management structures of Ingeus DeloitteThis chart consists of four pages they are intended to be laid out sequentially left to rightThe chart is not intended to indicate seniority / grade level or the number of staff in each team or
role.Key responsibilities shown are high-level only and are drawn from detailed role profiles
Key responsibilities:Content developmentBid draftingStrategic supplier relationships
Key responsibilities:Content developmentBid draftingStrategic supplier relationships
Key responsibilities:Content developmentBid draftingStrategic supplier relationships
Purchasingteam
Key responsibilities:
Commercial relationship with DWPOverall DWP contract performanceStrategic financial management
Build and manage supply chain Management and performance of sub-contractors Legal
Key responsibilities:Financial performanceFinancial accountingFinancial monitoring and reporting
Key responsibilities:Overall financial control
Key responsibilities:Efficient and effective
recording, monitoring and
payment to creditors
Key responsibilities:Cash managementRelationship with funders
Key responsibilities:Efficient and effective
recording, monitoring and
payment from debtors
Key responsibilities:
Centralised purchasingOptimising costs
Key responsibilities:Finance input to specification
and live running of finance
systems
Key responsibilities:Modelling support for newbusiness teamAnalysis for Operations
Key responsibilities:Accounting for individual
projects design andimplementation phases
Key responsibilities:Initiates and manages Partner NetworkContract negotiation and draftingSupplier selection
Key responsibilities:Contract draftingContract implementation
Key responsibilities:Partner Network
development supportSupplier selection support
Key responsibilities:Contract negotiation and draftingSupplier selectionSupports Partner Network
Contract
Managers
Key responsibilities:
Management of individual contractsRelationship management with contract
managers in individual suppliersReports directly to Regional Directors
Key responsibilities:Capability and capacity
buildingQuality improvement
Key responsibilities:Co-ordinator of inbound
calls and queries from
suppliers
Indicates secondary reporting line
Connectto A
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3
Head ofCommunications
PR
team
Marketing
team
Knowledge andInnovation
team
Director ofHuman
Resources
Head of HR
HR Managers
HR Advisors
HRAdministrators
L&D Manager
L&D Advisors
L&D Trainers
L&D Officer
Head of HR
Analysis and
Strategy
Director ofQuality
Performance
Deputy Head of
Quality
Performance
QP Advisor
team
QA auditors
Risk manager
Key responsibilities:
PR strategy and executionMarketing strategy and executionInternal communications
Key responsibilities:
People strategyPeople performanceRecruitment / TUPE
Key responsibilities:
ComplianceRiskAnti-fraud strategy and executionDiversity and equality champion
Key responsibilities:PR strategyPR execution
Key responsibilities:Marketing strategyMarketing execution
Key responsibilities:Internal communicationMaintenance of intranet and
innovation portal
Head of Learning
and
Development
Key responsibilities:HR StrategyAnalysis of HR andpeople data
Key responsibilities:Management of the HR
team
Key responsibilities:Internal L&DClient-facing L&D
Key responsibilities:Internal L&D strategyTraining Needs AnalysesIndividual L&D planning
L&D content and materialL&D sourcingClient-facing L&D
strategyClient-facing L&D
sourcingClient-facing L&D
material development and
improvement
Key responsibilities:HR support to regional
OperationsPerformance
management supportRecruitmentPayrollHR administration
Retention Learning and development Diversity policy and implementation
Key responsibilities:Management of the QP,
QA and risk teams
Key responsibilities:Develop QA frameworkQuality control
Key responsibilities:Quality assuranceInternal audits / spot
checks
Key responsibilities:Risk strategyRisk mitigationAnti-fraud policies and
management
Connectto B
Connectto A
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4
Head of PMOand Facilities
Work ProgrammeImplementation
Director
Project
Manager
Project
Manager
Key responsibilities:
Project ManagementFacilitiesHealth and SafetySustainability and environment
Key responsibilities:
Implementation of Work ProgrammecontractsOperating model implementation
Key responsibilities:
Projects will be created on an a s-
needed basis to enable maintenance
of BAU performance without distractingoperational managers, includingProject management for business
change projectsProject management for business
associated with new business
Work Programme
ProjectManagement
Office
Facilities andProperty team
Health and
Safety Officer
Key responsibilities:Property strategyFacilities managementDisaster recovery
Key responsibilities:Health and safety strategyHealth and safety policyH&S monitoring and control
Includes Project Managers by CPACapabilities include tracking,contingency planning, risk and issue
monitoring.
Chief InformationOfficer
IT Services
Manager
1st
line support
2nd
line support
3rd
line support
IT Security
Manager
Enterprise
Architect
team
IT systems
team
Key responsibilities:
IT strategyIT deliveryManagement of IT sub-contractor relationships
Key responsibilities:Infrastructure support
engineers
Key responsibilities:IT Desktop engineers
Key responsibilities:IT Service Desk analystIT Service Desk
technician
Key responsibilities:Day-to-day IT delivery and
services
Key responsibilities:IT security strategyIT security policyIT security monitoring
Key responsibilities:IT architectureApplications developmentIT projects
Key responsibilities:IT systems development
Connectto C
Work Programme
Implementation
team
Key responsibilities:Implementation for Work Programme inawarded CPAsIncludes Property, IT, HR, Regional
Operations Directors and the Change
Director
Connect
to B
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Director of
Operations
Director of
Operations
Director of
Operations
Director of
Operations
Director of
Operations
Director of
Operations
Director of
Operations
Director of
Operations
Director of
Operations
Director of
Operations
Director of
Operations
Director of
Operations
Director of
Operations
Director of
Operations
Director of
Operations
Director of
Operations
5
Chief OperatingOfficer
Referral
processing
Team (PRaP)
Head of
ContinuousImprovement
team
Head of
Performance and
Analysis
team
National Head of
EmployerPartnerships
Director for theNorth West
Operations
Managers
DeputyOperations
Managers
Specialist
Health AdvisorsGroup Facilitators
Regional
Employer
Services
teams
Employment
Advisors
Head of In-Work
support team
(Ingeus-DeloitteCareers
Academy)
National Operations Team
1st line Customer
Support Co-
ordinators
2nd line
In-Work Advisors
Administrators /
receptionists
Head of
Health
professionals
team
Key responsibilities:Management of healthprofessionalsCareer developmentInput to L&Drequirements
Key responsibilities:Employer strategyEmployer engagementDevelopment ofEmployer NetworkNational account
management
National
Employer
Services team
Key responsibilities:Timely and accuratecompletion of referraldataPRAP monitoring andassurance
Key responsibilities:Identification of best
practice across CPAregions (Ingeus andsuppliers)Customer complaintsReview of innovationideasPilotingDesign andimplementation of
new / improvedprocesses
Key responsibilities:Analysis of MI dataMI specificationIdentification ofperformanceimprovement issues
and opportunities
Key responsibilities:
Operational deliveryOperational performanceEmployer relationsContinuous improvement of process, people and technology
Key responsibilities:
Office administrationSupport for PRAPreferral sMeet and greet forclients
Key responsibilities:
Employer engagementin each CPAUnderstanding of local
employer requirementsLiaison with nationalteam as appropriateTeams are made up of
Employer AccountManagers andEmployer ServicesManagers
Key responsibilities:
Delivery of client groupwork during Diagnosis,Boost, Job Search,
Re-Energise andEngage modules asappropriate
Key responsibilities:
Delivery of ConditionManagement supportSpecialist health
support to clients asrequired
Key responsibilities:
Face-to-face andpersonalised supportfor clientsAdvisors mayspecialise by moduleor customer group asappropriateIncludes members ofthe Placement Team
Key responsibilities:
Support to clients whofall out of workThe job description for
this role is the same asthe In-Work Advisor inthe Careers Academy.
Key responsibilities:Delivers IngeusAcademyOverall managementof the in-work supportteams
Key responsibilities:Inbound calls fromclients on generalissuesOutbound calls toreview progress
Key responsibilities:Specialist support toclients in-work,Debt advice, healthmanagement support
and career advice
Connectto C
Senior Contract
Managers
Contract
Managers
Senior regional team in CPA
shown overleaf
Regional Head of
Employer
Partnerships
Outreach
Advisors
Key responsibilities:
Many of the sameresponsibilities as
Advisors, but with aparticular emphasis on:Building relationshipswith community-basedorganisations;Ability to conductgroup presentationsAbility to workperipatetically
Director of
Operations
Rapid Responseteam
(In-Work
Advisors)
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6
Director for
the NorthWest
REDACTED
Regional
EmployerServices
team
Head of In-
Work supportteam
(Ingeus Deloitte
CareersAcademy)
RapidResponse
team
SeniorContract
Manager
Contract
Manager
Ingeus Deloitte
Detailed Organisation Design for Cumbria, Lancashire, Merseyside and Halton
OperationsManager
DeputyOperations
Manager
DeputyOperations
Manager
DeputyOperations
Manager
DeputyOperations
Manager
DeputyOperations
Manager
DeputyOperations
Manager
DeputyOperations
Manager
Regional Headof Employer
Partnerships
Senior Contract Managers and Contract Managers interfacewith and are accountable for the performance of providers.
Slides 7 10 set out how we will interact with our Lead
Providers in this CPADeputy Operations Managers manage members of the regional
Employer Partnership team, health professionals, administrators /
receptionists, advisors, group work facilitators and members of
the Rapid Response team. Numbers in this CPA employed by
Ingeus at the contract start date are shown below
REDAC
TED
Administrators/ receptionists
REDAC
TED
EmploymentAdvisors
REDAC
TED
GroupFacilitators
REDAC
TED
Notes:
This chart shows a more detailed vi ew of the actual structure in the Cumbria, Lancashire, Halton
and Merseyside CPA, including the planned numbers of Operations and Deputy Operations
Managers in areas where Ingeus will undertake delivery itselfAll staff numbers are rounded up to the nearest 0.5
Figures represent peak head countIndicates secondary reporting line
OutreachAdvisors
REDAC
TED
REDAC
TED
REDAC
TED
SpecialistHealth Advisors
OperationsManager
In-WorkAdvisor/
CustomerCoordinator
REDAC
TED
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Chief OperatingOfficer
Director for
the North West
OperationsManagers
Deputy
Operations
Managers
Health
professionalsGroup Facilitators
Employment and
Outreach
Advisors
Rapid Response
teamAdministrators /
receptionists
Chief Executive
Officer
CommercialDirector
Head of
Partnership
Development
Contracts
Officer
PartnershipManager
Supplier Quality
Improvement
team
Supplier
Helpdesk
Co-ordinator
Ingeus Deloitte
Stakeholder and supplier engagement summary of key responsibilitiesVersion 0.10, 30th January 2011
Stakeholder engagement responsibilities Sub-contractor / third sector responsibilities
Strategic relationship management at SeniorExecutive level with Public Sector stakeholders(e.g. DWP, Jobcentre Plus, BIS, MoJ, Local
Authorities, etc.) Strategic relationship management at Chief
Executive level with employers and national tradebodies (e.g. CBI, etc.)
Sits on Third Sector Advisory Panel Interfaces at CEO level with charities and the Third
Sector Strategic relationships with key suppliers at CEO
level
Stakeholder engagement responsibilities Sub-contractor / third sector responsibilities
Strategic relationship management at SeniorOperating Officer level (e.g. Jobcentre Plus, Local
Authorities, strategic trade bodies, etc.) Engagement with DWP Account Management
Team
Sits on Third Sector Advisory Panel Interfaces at COO level with charities and the Third
Sector Strategic relationships with key sub-contractors
Stakeholder engagement responsibilities Sub-contractor / third sector responsibilities
Provide strategic leadership across the CPA Chairs the Regional Advisory Board and hosts
quarterly Stakeholder Network forums Engagement with JCP regional Customer Service
Directors Engagement with the regional LEP Engagement with senior representatives from local
authorities, including xx and xx Work with key local employers, including xx and xx
including interfacing with Deloittes Practice
Senior Partner for the xx
Responsible for all Ingeus and sub-contractorperformance across the CPA
Stakeholder engagement responsibilities Sub-contractor / third sector responsibilities
Engagement with JCP District Managers Engagement with representatives from Local
Authorities Engagement with representatives from Education,
Probation, Health and Housing sectors, includingcommunity health teams
Practical advice and support to sub-contractor sitemanagers
Stakeholder engagement responsibilities Sub-contractor / third sector responsibilities
Engagement with individual JCP offices Engagement with representatives from Education,
Probation, Health and Housing sectors, includingcommunity health teams
Practical advice and support to subcontractor staff
Sub-contractor / third sector responsibilities
Leads sub-contractor management teams throughimplementation
Provides development support, particularly toSME, voluntary organisations and our AccessibleCommunity Experts.
Sub-contractor / third sector responsibilities
Day-to-day interaction with suppliers duringimplementation phase, including contract support
Sub-contractor / third sector responsibilities
Builds strategic supply chain Identifies new capacity Administration of due diligence processes pre-
contract
Sub-contractor / third sector responsibilities
Manage performance of sub-contractors againstKPIs
Conduct monthly progress meetings and formalQuarterly Review meetings
Sub-contractor / third sector responsibilities
Receives and manages in-bound queries fromsuppliers
Distributes supplier updates, guidance, etc.
Sub-contractor / third sector responsibilities
Sets and reviews performance benchmarks Maintains relationships with key suppliers Attends Quarterly Review meetings for key
suppliers
Sub-contractor / third sector responsibilities
Shares best practice across suppliers Drives Continuous Improvement and supports
capacity building
Stakeholder engagement responsibilities Sub-contractor / third sector responsibilities
Day to day interactions with local Jobcentre Plusoffices
Referring customers to local provision
Notes:
This chart summarises
the key stakeholder,
supplier and voluntary
sector engagement
responsibilities
Head of Contract
ManagementContract
Managers
Stakeholder engagement responsibilities Sub-contractor / third sector responsibilities
Develops and implements the EmployerEngagement Strategy (owned by the Head ofEmployer Partnerships)
Works with JcP Employer Engagement teams
Close working and support for equivalent sub-contractor employer teams
Stakeholder engagement responsibilities Sub-contractor / third sector responsibilities
Commercial relationship management at SeniorExecutive level with Public Sector stakeholders(e.g. DWP, Jobcentre Plus, BIS, MoJ, Local
Authorities, etc.)
Responsible for overall supply chain strategy andperformance of sub-contractors across allcontracts
Head ofEmployer
Partnerships
Employer
Partnership
co-ordinators
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Senior Contract
Manager
TBC
Operations
Managers
TBC
Operations
Manager
REDACTED
Blackburn
REDACTED
AdvisorsAdministration
staffReceptionists
BurnleyREDACTED
AdvisorsAdministration
staffReceptionists
AccringtonREDACTED
AdvisorsAdministration
staffReceptionists
Ingeus Deloitte
Organisation DesignStakeholder and supplier engagement contacts for end-to-end suppliers
Notes:This chart shows the specific contacts for
named individuals in all end-to-end suppliers
proposed for this CPA
Regional head ofEmployer Liaison
TBC
Quality
Performance /Continuous
Improvement team
REDACTED
CEO / COO
REDACTED
Contract
administrator
TBC
CEO / COO
REDACTED
Interfaces
with
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Senior Contact
Manager
TBC
Operations
Managers
TBC
Operations
Manager
REDACTED
Site Manager
CarlisleTBC
AdvisorsAdministration
staffReceptionists
Site ManagerBarrow
TBC
AdvisorsAdministration
staffReceptionists
Site Manager
Kendal
TBC
AdvisorsAdministration
staffReceptionists
Ingeus Deloitte
Organisation DesignStakeholder and supplier engagement contacts for end-to-end suppliers
Notes:This chart shows the specific contacts for
named individuals in all end-to-end suppliers
proposed for this CPA
Regional head ofEmployer Liaison
TBC
QualityPerformance /
Continuous
Improvement teamREDACTED
CEO / COO
REDACTED
Contract
administratorTBC
CEO / COO
REDACTED
Interfaces
with
Site Manager
WorkingtonTBC
AdvisorsAdministration
staffReceptionists
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Senior Contact
Manager
TBC
Operations
Managers
TBC
OperationsManager
REDACTED
Site Manager
Widnes
TBC
AdvisorsAdministration
staffReceptionists
Ingeus Deloitte
Organisation DesignStakeholder and supplier engagement contacts for end-to-end suppliers
Notes:This chart shows the specific contacts for
named individuals in all end-to-end suppliers
proposed for this CPA
Regional head ofEmployer Liaison
TBC
Quality
Performance /Continuous
Improvement team
REDACTED
CEO / COO
REDACTED
Contract
administratorTBC
CEO / COO
REDACTED
Interfaces
with Site Manager
Halton
TBC
AdvisorsAdministration
staffReceptionists
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Senior Contact
Manager
TBC
Operations
Managers
TBC
Operations
Manager
REDACTED
Skelmersdale
REDACTED
AdvisorsAdministration
staffReceptionists
Ingeus Deloitte
Organisation DesignStakeholder and supplier engagement contacts for end-to-end suppliers
Notes:This chart shows the specific contacts for
named individuals in all end-to-end suppliers
proposed for this CPA
Regional head ofEmployer Liaison
TBC
Quality
Performance /
ContinuousImprovement team
REDACTED
CEO / COO
REDACTED
Contract
administratorTBC
CEO / COO
REDACTED
Interfaces
with
Blackpool
TBC
AdvisorsAdministration
staffReceptionists
Lancaster
TBC
AdvisorsAdministration
staffReceptionists
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